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Ripped sofa delivery brings months of frustration

Posted June 11, 2013

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— Getting new furniture is exciting, but for Kelli Gracely, a $3,000 sofa delivery from Thomasville Furniture in Raleigh has brought months of frustration.

The sofa arrived in March with a 3-inch tear in the back.

"It looks like a box cutter cut it," Gracely said. 

So, she called the furniture store and a manager asked her to send pictures to Thomasville Furniture's corporate office.

Nearly four weeks later, a repair tech visited Gracely's home and determined that the sofa needed a new fabric panel. It was ordered in mid-April, but the shipping date was changed at least four times, Gracely said.

She only found out the status of the fabric order after she called Thomasville Furniture for updates.

"I think it's high-quality furniture. What I've been disappointed in is the customer service," she said. "I feel like I'm just getting the runaround."

Raleigh woman gets 'run-around' after ripped sofa delivery Ripped sofa delivery brings months of frustration

The company's operations manager, Steve Willard, blamed the delays on "too many orders for workers to process." He added that "other customers were waiting longer."

Willard promised that the fabric would be delivered by May 28. It arrived three days later.

But the repairman tore one of the panels, applied the fabric inside out and then reapplied it to the point that it was overstretched and crooked.

"I'm really frustrated because I'm not really sure what else I can do," Gracely said. 

Willard now says he will order a new corner section and keep Gracely updated on its delivery status. 

19 Comments

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  • beach2011 Jun 14, 2013

    With the economy the way it is they are really stupid. Word of mouth and this article will keep a lot people from shopping there. STUPID!!

  • Cock a doodle doo Jun 13, 2013

    Last summer I oredered a sofa from Norwalk (I wanted something built in and owned by Americans). I picked out the style and the fabrics and was told it would be about 6 weeks. It ended up being more like 12 weeks. Too many orders. I agree with Holy Carp. My question about this story is why she accepted the sofa damaged in the first place?

  • Jun 13, 2013

    This is a case of poor customer service.

  • redbmw1 Jun 13, 2013

    A relative manages a furniture store and I can't remember the number of times I have been told about about furniture coming in damaged off the truck. Much of the furniture is made overseas which increases the damage chances and increases delays in replacing damaged products. If the manufacturer doesn't have it in the warehouse then the customer may have to wait for the next time the company makes another run of that model. When the furniture was made in North Carolina, Mississippi, Virginia, etc. the turnaround was much quicker and the response time for problems was faster. My advice would be to shop at local independent furniture stores. The big chains buy in bulk and you may get a better price but the local stores know that customer services sells the product long term. You are dealing with the owner and not a corporate rep. Usually the independent store picks and chooses products that have a good history for quality and customer satisfaction. Support your local business.

  • seriouslyreality26 Jun 12, 2013

    I get that things happen and damages do take place going into the home sometimes. They tried to fix but could not and are now replacing it for her.. What else could she want ? Aren't there more important things to report about than this lady and her $3000 sofa ! I feel bad for people like this who think they are being taken...really??..most furniture compainies will try to repair before automatically replacing.

  • Holy Carp. Jun 12, 2013

    "too many orders for workers to process." He added that "other customers were waiting longer."

    Seems to be the norm with a lot of companies these days. Doing more with less isn't always the way to go.

  • whatelseisnew Jun 12, 2013

    I would have sent the entire order back. I never accept damaged goods. Sending it back lights a fire under them. Also, do not pay cash for this type of purchase. Put it on a card and only pay it off if you receive your goods undamaged. That is the ultimate leverage.

  • godnessgracious2 Jun 12, 2013

    I couldn't afford to go to the doctor for fifteen years, but I'm glad I'm not the only one with problems.

  • lec02572 Jun 12, 2013

    Wow, that seems to be standard for the furniture industry since as someone said the furniture industry "went overseas." It could have been Bassett, I had a problem with furniture being damaged even have getting it replaced 2x when their repairman said he could not repair the damage. Can't stand to have to buy furniture. Seems the quality has just left the industry.

  • umop apisdn Jun 12, 2013

    It's not like the sofa was unusable. I understand that it's an inconvenience but come on, is this that big of a deal?

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